Shoemall.com

#Shoemall.com, all I can say is this company sucks! As a First time customer, I Placed an order only to receive the wrong shoes. Took me over 30 min to get customer service on the phone. Transferred to a manager where I was told I would not be charged a return fee. Well they lied, even though it was notated on the account. I called back, When I spoke to the supervisor after waiting 30 min, Linda said she would refund the shipping fee...hm the fee that was already supposed to have been refunded with the original refund. all I can say is DO NOT purchase from this company...CROOKS!
Social media destroy this company!

I am not happy with SHOEMALL. I ordered a pr. of sketchers on April the 7or 9th .Ifinally got them somewhere around the 19th or 20th. I returned the very next day along with a check for $7.95 for the treturn label. I also requested a new size and asked to be sent to a different address. Just like I was told I could do. Today is May 25th. I don.t have the return and I see a refund for $59.? and a new charge of $60.? I paid $68.?Plus the $7.95 for the return. I am livid .I guess the people at the warehouse can't read return slips.The people I talk to are pleasant but it is not getting me the satisfaction I deserve.

I returned a BedStu messenger bag purchased from ShoeMall the same day I received it. I followed the instructions to a "t"...that was two weeks ago. No sign of my funds being credited to my account and no email, not update, no nothing form ShoeMall. I asked their customer service department why this is all taking so long and they responded that it takes up to 2-3 weeks to process returns. Why? This is absolutely ridiculous. Other companies track returns and credit customers even before they receive the returned merchandise. This company is awful to deal with. I wish I had not ordered from them...

Hello [redacted],
Thank you for your response. I respectfully decline the offer for 50% off a future pair of shoes. This does not resolve the issue of having to spend an extra $50 to obtain the boots your store failed to deliver . This ends up costing me even more money to take advantage of your offer. I'd have to buy a $100 pair of shoes to recoop my $50. I do not wish to purchase shoes from your store, and risk them being out of stock and going through this again. I don't feel me asking for $50 via check is unreasonable. It's the amount I'm out, and I would refrain from leaving negative feedback on any of the social media sites.
The mailing address for the boots is not the same mailing address for the check. That was the gift recipient and not mine. Please let me know if you need my address.
Regards, [redacted]

Regarding case 1[redacted]The complaint states having placed the order on the 15th of December and not being notified the item was no longer available leaving her no or little time to find another gift for her daughter. The complaint is asking for $50.00 to cover...

the difference in what she had to pay to purchase the item somewhere else. First let me apologize for the inconvenience experienced when trying to purchase thru Shoemall. It is our #1 priority to serve our customers.I will look into why an email was not sent considering we had the email address in the system.I am not able to send a $50.00 check but please consider a 50% offer on a future purchase from Shoemall. When you are ready to place an order with us please call our toll free number 1-800-704-5478 and ask for Debbie at ext. 4278.If I am not available please leave a detailed message and I will return your call. [redacted]Customer ServiceIMPORTANT: The information contained in this transmission is intended only for the personal and confidential use of the designated recipient(s) named above. This transmission is privileged and confidential and may be subject to certain Nondisclosure Agreements. If you are not the intended recipient(s) or an agent responsible for delivering this email and any attachments to the intended recipient(s), you are hereby notified that you have received this document in error. Any review, dissemination, distribution or copying of this message is strictly prohibited.

Review: I made 2 online purchases from the Shoemall website. I used a valid 30% discount which showed it being deducted and reflected on their website and my cart review ($118) . When I processed payment with Payl Pal I was charged for the full amount ($168) - no discount. I had to call Shoemall and it took 3 days to get my money back ($100). In addition, I wanted to return my shoes (I had to buy 2 different sizes since reviews are all mixed on sizing accuracy - thought I was doing myself a favor in getting both!) I took the shoe that was too small to the Post Office and I was being charged for shipping $12 the post office. Called the company and was told that Shoemall says it is their policy (not easily apparent) that they don't cover return shipping for 3rd party's such as Amazon, Pay Pay etc. Who knew the convenience of using Pay Pay to buy a product from Shoemall was not convenient at all. Spoke to a supervisor and she was unfriendly, unhelpful and unaware of what was on their website with some policies including why I was not given my discount and charged the full amount. On Shoemall's website in Returns & Shipping it says ----> "Customer satisfaction is our #1 priority at ShoeMall.com." Their website wows customers with "FREE SHIPPING and Easy Returns"!! - services for return items but not providing those for PayPal customers. This has not been FREE and certainly not easy and a waste of time. Had I known they did not honor free returns for my form of payment for their item - I would have NEVER used PaylPal.Desired Settlement: I would either liked to be shipped a return pre-paid label to ship this large boot box back or to be refunded the amount of shipping it will cost me to send this via USPS $12-13.

Business

Response:

Regarding case [redacted] for [redacted] zip code 93021.The complaint states having placed orders from Shoemall using the PayPal payment method.Having noticed after the orders were placed not seeing the 30% discounts that were offered & not being provided with prepaid return labels.After reviewing the orders it was determined the orders were received after midnight central time at which time the promotions expired.I do see where one of our customer service reps applied the discounts the following day. It is unfortunate our options are limited when using the PayPal payment method.I can however issue a prepaid label if you let me know which item you will be returning.If you are returning the size 370M please refer to order [redacted] or size 380M refer to order [redacted]. If I can be of further assistance feel free to let me know, meanwhile I will wait to hear from you on which order number I will be sending the return label for. [redacted]Customer Service

In the end they made it right, which is good, but the amount of hoops I had to jump through and 45 minutes spent on the phone with them and my credit card company for their error, which they admitted to, is very wrong. There customer service needs a lot of work. First manager was very rude and would not look into the error they made. I then had to call my credit card company, do a 3 way call with them, spend another 10 minutes on hold with Shoemall, for them to simply come back and say it was their error. The customer service has a rude condescending tone while talking to you, just hope you don't have to deal with them, and your order goes smoothly without any issues. Will be avoiding them in the future.

Review: my husband ordered a pair of boots for me from Shoemall.com - order number [redacted]. He paid using his Paypal account which is a method of payment this company accepts. It says in large letters on their website Free Shipping and Easy Returns. The boots arrived and are to small. If you pay with a Credit Card they will provide you with a label to return the boots with no charge at the Post Office and when they receive the item, they will charge you return postage of $6.95. If you use Paypal, however, you are not offered this Easy Return as advertised on the front page of their website. You are not eligible for the return process where they only charge you $6.95 upon receipt of the returned item. You must pay full cost of returning the item to them. If you use Paypal to pay the "Easy Return" is that they provide you with a label with their adress on it. When my husband paid with Paypal, he was not advised that the return process would be any different than if he paid with a credit card. The box is very large and will cost over $20.00 to return, not the "Easy Return" price of nothing at the Post Office with a $6.95 shipping charge taken out of the refund of the boots. I even offered to provide them with a credit card to charge the cost of the return shipping to but the system does not allow this.Desired Settlement: Shoemall.com to provide a prepaid shipping label to return this item, Order number [redacted], the same as any person using a credit card would receive. In addition, I would like the $6.95 return shipping cost waived and a note on all payment information pages that let's anyone paying Paypal know that they will have to pay full return shipping costs.

Business

Response:

The complaint states offering services for return items but not providing those for PayPal customers. Our options are different with PayPal, we cannot change or add additional charges to the account.That said, there is however another option. I am sending a Parcel Post Call Tag which will be received thru the mail. When you receive the call tag there will be instructions for return. Once the label is put on the package you can either give it to the postman when he comes to your door or drop it at your local post office. I apologize for any inconvenience this may have caused and if I can be of further assistance feel free to contact me. [redacted]

Terrible customer service.... do not order from this site and NEVER pay for "express" shipping, what a scam.
I placed an order on Tuesday (early afternoon) and paid $25 for express 2-3 day delivery. Figured it would be processed Tuesday (day 0) and go out Wednesday (day 1) and arrive Friday (Day 3).
They did not ship out until late Thursday (2 days after placing my order) and did not arrive until Monday evening.
When I asked to be reimbursed for my "express" shipping they explained that is the fastest they work and they do not offer refunds.
Needless to say I did not receive my shoes in time for y trip and I will never use this site again. They do not offer anything that I couldn't get somewhere else and why work with a business that doesn't care about their customers?

Review: on apr.1 my spouse processed a order for work boots on shoe mall .com the amount for the order was 59.47 that amount was taken out of our checking account the same day , 2 days later Monday Apr 4 I checked my bank account and the 59.47 was put back into my account , of which I was not aware of I had severial pending amounts that was coming out of my checking account at the time , then on Apr 6 they then took that amount again to send the items out , which caused my account to go into a negative balance, I have 70.00 in overdraft charges my account had a negative balance total of 88.84 . my husband and I live paycheck to paycheck and that is a lot of money to be paying out ......... we have 34.00 in our checking account till Friday pay day 04/15/2016Desired Settlement: I WANT 88.84 PUT BACK INTO MY ACCOUNT !!!!!!!!!!!!!!!!!

Business

Response:

The complaint states having placed an order with ShoeMall and having charges which caused her checking account to be overdrawn and a negative balance resulting in overdraft charges.Because this order was placed using PayPal as the payment option they would be the party you need to speak to.We are merely offering that option which they in turn send our company the $59.47.All money transactions were made on their end. Hopefully after contacting PayPal your issue will be resolved. [redacted]Customer Service.

Review: On March 16, 2015 I ordered a pair of white Stacy Adams Sanfillipo in size 13 3X. The price was $84.95 or $86.95. I was offered credit in the amount of $100; with shipping the price came to $104. To get the shoes I forwarded Check No. 198 in the amount of $20.94 to MasonEasyPay to reduce the balance. When I received my statement on March 27 it showed a purchase of $84. Nowhere was there any indication of shipping charges or the $20.94 check I had forwarded. When the shoes arrived in April, they were the wrong size. I returned the shoes only to later learn I was being charged $7.50. At the same I ordered a pair of white Florsheim Men's Bridgeport Slipon @ $104.95 - $106.95. When these shoes arrived, they were black, and I immediately sent them back. I was told the company would pay for one shipping and I would pay for the other. I now am told I owe them $5. I have received nothing from them and they cashed my check for $20.94. It appears since these were not my errors but rather the shipping department they I am being taken advantage of. Its only $5 but it really is the principal. Can you please make certain that what they did is correct as I believe they owe me $5.94 [$7.50 x2 = $15.00; check for 20.94- $15.00 =$5.94]. Thank you. If you find they are correct please advise so I can remit the $5 and be done with them!Desired Settlement: Check forwarded [03-19-15] ............ #20.941st return ............................ -7.502nd return ............................ -7.50total due consumer .................... 5.94

Business

Response:

Regarding case [redacted] for [redacted]The complaint states having ordered shoes and having sent a down payment of $20.94.The item ordered and received was the wrong size so it was sent back and a replacement was sent but it was the wrong color.At that point we had the down payment and both pair of shoes. The customer had nothing but a $5.00 charge on their account. After reviewing the case it was determined the entire down payment should have been refunded to the customer.A refund check for $20.94 will be issued to [redacted]. That check should arrive in the next 10 to 14 days. Thank you for bringing this matter to our attention. I do not feel you should be responsible for the original or return postage if what you received was not what you ordered. If I can be of further assistance feel free to contact me by email or at ###-###-####.

[redacted]Customer Service

Review: Hello, I ordered shoes that were delivered on 3/27. I paid extra money ($25) for expedited shipping as I needed these for a certain event. I received the wrong shoes and immediately contacted them. They sent a return label (USPS tracking # [redacted] to return the shoes. I sent them back and shoemall received them almost 2 weeks ago, and I was told that I would be issued a full refund no later than 4/15. It is now a week later and the company is not responding to my request for a refund, so I currently have no shoes and am out 64.19Desired Settlement: I would like a full refund of $64.19

Business

Response:

Regarding case [redacted] for [redacted] zip code 13135. The complaint states having received incorrect merchandize and also paid for faster shipping. A full refund was credited on the 24th of April. The order was placed using the payment method Pay-Pal so we had to credit back to Pay-Pal and they in turn will refund MS Hood. If I can be of further assistance I can be reached by email or at [redacted] ext. 4278. [redacted]Customer Service

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just wanted to say this was a terrible customer service experience. Someone should not have to chase down their money and be forced to file claims and Revdex.com reports just to receive a refund due to the company's error.

Beware of the "free shipping, easy returns" banner. They do have a lot of payment options, but you are penalized on returns if you pay with anything other than a credit card (and a couple other restrictions) since you have to return on your own. You have to really dig to get that info, so it's not clear at all, especially up-front. Initially, it looks (from the banner/general info/FAQ) like you get a label that deducts @ $7-8 for the return. But a PayPal return is likely a minimum of $15-$20 on the slowest boat possible. Then when I tried to write a review that included the lack of return label, they wouldn't post it on their site. Not shopping here ever again.

Great sale on boots on Black Friday. Order two pairs of boots for my daughter for Christmas. Was notified by company that these items would be shipped by the first of December. I called today (12/09/13) to see why I haven't been notified of the shipped items...and I was told that someone called my cell phone to find out the 1-800 number on the back of the credit card. If a company is verifying an address with a major company such as American Express..I would highly think that they would have an automatic 1-888/1-800 to call instead of calling the customer to obtain the number(very inefficient). A call was made but no voicemail was left. The company then cancelled the order without any contact with the customer in the form of an actual conversation, email, etc. Only way I was aware of the cancellation was by calling this morning. Now my daughter will not have anything to open on Christmas morning due to the boots that I ordered being sold out. Terrible experience with this company and will not use again or recommend to anyone that I know needing shoes.

I ordered a pair of shoes from shoemall.com on 9/11/2013. I waited for 2 weeks and didn't receive a email saying that my order had shipped. I contacted the seller on 3 separate occassions and have yet to receive a response. It is now 11/18/2013 and I haven't received my order that I placed over 2 months ago. They are a scam and no one should ever do business with them. Someone needs to investigate this company.

Review: I bought a pair of shoes on this web site the shoe size runs big and I wanted to exchange the shoes, then I called to customer service to explain this situation and I was open to any option, like exchange or refund.

The lady was not gently enough and she said that I can send the shoes back and I will be charged a shipping fee, this is unfair due was not my fault, and I let her know, she immediately said "You should have read the terms and conditions, if you did, there is a place saying that we cant guarantee the shoe size", after this I told her, there is not a place saying that you will be short in stock and that will be the customer fault... if there is, show me the term and I pay gladly my return shipping fee....

basically what I want is all my money back, if I go to a store they don't charge me a fee for re-stocking... imagine yourself paying a fee for re-stocking a milk gallon already expired and the store has no more gallons to offer you.Desired Settlement: complete refund including the charges they force me to pay, because I want to exchange but they are not able to do so.

While many retailers offer free shipping and free returns, this company does not even offer free EXCHANGES- it's lousy in this day and age to have to pay for returns when so many companies offer the free returns, but to not even offer free exchanges? Why would I dare to try another size? I wouldn't - they'd rather not have your business. Not nice on the phone, they honestly sound like they just don't care. I would tell anyone and everyone to steer clear of doing business with them, there's really no benefit. It was my fault for not reading through their exchange policy. Again, though, I haven't done business with anyone who does not offer the exchange- it didn't even occur to me, I thought that was a given if they wanted you to do business with them.

I TRIED ordering of the website but it took them FOREVER to even process the purchase... After that when they SHOULD have been shipped my order was cancelled (I did not cancel it, it was the company) when I sent an email asking why they cancelled it I was greeted by a very rude reply that did not answer my questions AT ALL!

Review: I went on ebay looking for slippers that I wanted at a good price. I purchased from Shoemall.com through ebay. This was on 3/12 it said there were 2 in stock when I placed my order payment was processed through Paypal. I then got a notification the next morning that all were sold out. I told them either send me any color in my size or refund. They said all were out of stock in my size, they are showing as available on their ebay store. I asked for a refund, they sent me a screen shot of refund through paypal, I waited till the 18th called paypal no refund processing to me from them. So I filed a dispute. I would just like my money refunded without all this run around. Now today I gave them a bad review on ebay and suddenly they are contacting me and telling me the refund is on hold through paypal, I said probably because I have a dispute case on them. They are now telling me on Monday they will have THEIR paypal rep look into this. I think this is crap, they have until the 28th to respond to paypal and they won't, so they will be refunding me after then. I think this company needs to be looked into for scamming people. If you look on the reviews for their website and ebay shop both show all the same issues, claiming items are out of stock and not refunding people.Desired Settlement: I would just like them to refund my money back BEFORE paypal has to just take it from them. I ordered the slippers directly from the maker so I would know I would get the item.

Business

Response:

Regarding complaint [redacted] for [redacted] zip code 14616.

The request to be refunded for item 151187 a slipper priced at $34.95 but never shipped because it wasn’t available was done on 3-23-2014.

Our records show $33.99 was refunded. That was less 99 cents because of a fee charge.

At this time because we already issued the refund you would need to contact PayPal.

If I can be of further assistance feel free to contact me.

Customer Service

I tried to order shoes from the Shoemall 3 times, and all 3 times they denied my order saying they cannot accept my charge. I called them the first 2 times, and they said to put my order through again which I did as I have outstanding credit. Ordering from another company, and never from them again.